Shipping Policy

At Roots and Vines, we aim to deliver your orders promptly and securely. Please review the following information about our shipping process to ensure your expectations are met. By placing an order, you agree to the terms outlined in this policy.

Delivery Service: Mainland UK, Highlands & Islands

We offer delivery services from Tuesday to Friday. Deliveries are not available on Saturdays, Sundays, or Mondays, including Tuesdays after bank holidays.

Important Delivery Information:

  • Orders are dispatched two days prior to the selected delivery date, with the expectation that the courier will deliver the next day. While we make every effort to deliver on the preferred date, delivery dates cannot be guaranteed due to courier conditions beyond our control. We recommend selecting an earlier delivery date, especially for special occasions, to avoid potential delays.
  • Delivery Restrictions: We regret that we cannot ship orders to the Isles of Scilly, Channel Islands, Isle of Wight, or Isle of Man.

Dispatch and Delivery Times

How quickly will my order be dispatched?

  • Orders placed before 2pm (Monday to Friday), excluding bank holidays, will be dispatched the same day, unless a nominated delivery date has been selected.
  • Orders placed after 2pm on Friday, over the weekend, or on a bank holiday will be dispatched on the next available working day.
  • Weekend Shipping: We do not ship orders over the weekend.

Important Note:
Orders are dispatched the day before the expected delivery date with next-day delivery anticipated. However, delivery times cannot be guaranteed. If you are purchasing a gift or require delivery for a special occasion, we strongly advise choosing a delivery date one day earlier to ensure it arrives on time.

Sending Orders to Multiple Addresses

Can I send an order to multiple addresses?
Yes, but each order must be placed separately for each recipient. The delivery address provided at checkout will be used for that specific order. For hampers being sent to multiple addresses, please ensure that each recipient's order is placed individually.

Shipping Method and Tracking

How will my order be sent?
We use a tracked 48-hour courier service for all orders. While we cannot specify an exact delivery time, the courier will provide an estimated delivery window once your parcel is en route.

If you are unavailable to receive the delivery, you may:

  • Arrange with the courier to change the delivery date.
  • Specify a trusted neighbour to accept the parcel.
  • Provide instructions to leave the parcel in a safe place (at your own risk).
  • Change the delivery destination or upgrade the delivery to a timed or weekend service (if applicable).

Acceptance of Delivery

Does someone need to be present to accept the delivery?
Many of our products are perishable, and our default instruction to couriers is to leave the parcel in a safe place if no one is available to receive it. If you wish to provide specific delivery instructions, you can do so in the Courier/Delivery Notes box at checkout.

Please note:

  • If instructions are provided and followed by the courier, the parcel will be considered successfully delivered as per your instructions. Any risk of loss or damage, especially to perishable items, rests with the buyer.
  • If chilled goods are included in the hamper and you have requested they be left in a safe place, please be mindful of how this will affect the condition of the items.

Packaging

How is my order packaged?

  • Our standard cartons are double-walled, unbranded boxes to ensure surprises are kept secret.
  • Our gift boxes are presented in premium quality rigid card with a clear acetate wrap and bow.
  • Our wicker hampers are of the finest quality and include leather closure straps for a luxurious touch.
  • All items are carefully packed with protective wrapping and placed on a cushion of decorative straw for presentation.
  • Protective Outer Packaging: Wicker hampers and gift boxes are placed inside a thick, double-walled outer carton to ensure they arrive in pristine condition.

Shelf Life of Hampers

What is the shelf life of hampers?

  • The shelf life depends on the hamper and its contents. Many hampers containing non-perishable items will have a shelf life of 6 months or longer.
  • Hampers with bakery and dairy products contain perishable items that require refrigeration immediately upon receipt. These products generally have a 1–2 week shelf life from the delivery date. We aim to ensure a minimum of 7 days remaining on perishable products' use-by dates upon delivery.

Important Note:
Please consider the shelf life when selecting your delivery date. We cannot accept returns or offer refunds for perishable items that were delivered on time but are not used promptly.

Queries Regarding Orders

If you have any questions about your order, please contact us using the following details:

Roots and Vines
12 West Street
Tavistock
Devon
PL19 8AD
United Kingdom
Email: info@rootsandvines.co.uk
Phone: 01822 616818